scholarly journals EFFECT OF PRODUCT QUALITY, SERVICE QUALITY AND PROMOTION ON CUSTOMER SATISFACTION AND SAVING DECISIONS IN PT. BANK RIAU KEPRI

2021 ◽  
Vol 10 (1) ◽  
pp. 36-47
Author(s):  
Deska Sulistiawaty ◽  
Sri Indarti ◽  
Eka Armas Pailis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Banking Industry ◽  
Equation Modeling ◽  
Quality Service ◽  
Modeling Analysis ◽  
Saving Decisions

Changes in the banking industry are increasingly fast making banks have to respond to everything that happens, the main problem facing banks today is retaining customers and being closer to customers and making customers loyal so that the bank can develop. The research was conducted at PT Bank Riau Kepri Main Branch. The aim is to determine the direct effect of product quality, service quality and promotion on customer satisfaction and the decision to save back at PT. Bank Riau Kepri. This study took a sample of 400 customers. The variables used are product quality, service quality, promotion, customer satisfaction and the decision to save again. This study used quantitative methods and the data were analyzed using Structural Equation Modeling analysis. The results showed that product quality had a significant effect on customer satisfaction, service quality had a significant effect on customer satisfaction, promotion had a significant effect on customer satisfaction, product quality had a significant effect on the decision to save again through customer satisfaction Service quality had a significant effect on decisions to save again through customer satisfaction. has a significant effect on the decision to save back through customer satisfaction and customer satisfaction has a significant effect on the decision to save back at PT. Bank Riau Kepri Main Branch. The higher the level of customer satisfaction, the decision to save back at Bank Riau will increase

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals Transformation of Digital Marketing in the 4.0 Industry Revolution: A Study on Batik MSMEs

2018 ◽  
Vol 7 (4.34) ◽  
pp. 352
Author(s):  
R. Adjeng Mariana Febrianti ◽  
Mohd Haizam Mohd Saudi ◽  
Keni Kaniawati ◽  
Nurul Hermina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Local Economy ◽  
Equation Modeling ◽  
Snowball Sampling ◽  
The Government ◽  
Small Medium Enterprises ◽  
Special Region

The success of the business cannot be separated from an implementation and utilization of information technology encouraging the creation of a competitive business which can be seen from the effectiveness of its supporting system. Currently, many business owners are inspired to improve their business with digitalization. The 4.0 industry revolution does not only occur in the government environment but also transpires other businesses with traditional culture background. A unique custom contributes advantages to Yogyakarta Special Region (Daerah Istimewa Yogyakarta) which produces traditional hand-drawn batik. The batik pieces are then processed into kemben. This study aims to find out the role of customer satisfaction in order to improve competitiveness through product quality, service quality, and price. This study used a snowball sampling method of 200 respondents analyzed using SEM (Structural Equation Modeling). The result showed that product quality and price affect customer satisfaction through service quality. Eventually, the increasing product quality will provide benefits for Micro Small Medium Enterprises (MSMEs) of kemben in Yogyakarta Special Region and bring improvement for the local economy.  

scholarly journals Pengaruh Kualitas Produk Kerudung Rabbani terhadap Tingkat Kepuasan Konsumen Di Kota Bandung

2019 ◽  
Vol 10 (4) ◽  
pp. 529-537
Author(s):  
Ermina Tiorida ◽  
Tangguh Dwi Pramono ◽  
Sifauziah Sifauziah
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Structural Equation ◽  
Quantitative Methods ◽  
National Level ◽  
Sampling Technique ◽  
Three Dimensions ◽  
Equation Modeling ◽  
The City

Bandung is the center of Muslim fashion in West Java even at the national level. This causes intense business competition in the world of Muslim fashion. To that end, an important role that must be performed by a company is to prioritize product quality and product innovation as a basis for attracting customer so that customer can feel satisfaction from the quality of the products produced. According to Google trends Rabbani trends also experienced a decline in customer interest in the purchasing Muslim fashion. And the results of distributing pre-research questionnaires obtained 70.45% or 31 people were disappointed with the quality of their muslim fashion, this resulted in customer not satisfied with the Rabbani. This study aims to determine how the quality and innovation of Rabbani products to customer satisfaction in the city of Bandung. According to Garvin (1987) there are eight dimensions to test product quality variables, namely performance, features, reliability, conformance, durability, serviceability, aesthetic and perceived quality. Customer satisfaction is measured by three dimensions, namely overall quality, customization and reliability. The study was conducted using quantitative methods. The sampling technique using non-probability sampling techniques and questionnaires were distributed to Rabbani customer in Bandung as many as 150 respondents. Analysis of research data using SEM PLS (Partial Square Structural Equation Modeling) with SmartPLS 3.0 software. the results showed that product quality and innovation had a significant effect on customer satisfaction

Understanding the Antecedents of Customer Loyalty by Applying Structural Equation Modeling

2015 ◽  
pp. 420-445 ◽  
Author(s):  
Gülhayat Gölbaşı Şimşek ◽  
Fatma Noyan Tekeli
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Customer Perceptions ◽  
Quality Perceptions ◽  
Value Perceptions ◽  
Price Perceptions

The objective of this chapter is to form a model of customer loyalty for supermarkets in the Turkish retailing sector, which investigates the extent to which customer loyalty is influenced by customer perceptions of service quality, customer perceptions of product quality, comparative price perceptions, discount perceptions, value perceptions, and customer satisfaction. Structural equation modeling has been used to analyze the data collected from 1530 customers of four major supermarket chains in Turkey. After building a measurement model for customer loyalty and its potential antecedents, the relationships are examined. The direct effects of customer satisfaction, comparative price perceptions, and discount perceptions on customer loyalty; value perceptions, comparative price perceptions, and service quality perceptions on customer satisfaction; comparative price perceptions, discount perceptions, product quality perceptions, and service quality perceptions on value perceptions; and discount perceptions and service quality perceptions on product quality perceptions are empirically supported.

The Effects of Service Quality, Competitive Prices and Product Quality on Customer Satisfaction

2019 ◽  
Vol 9 (6) ◽  
pp. 1165 ◽  
Author(s):  
FEBRYANTO FEBRYANTO ◽  
Innocentius BERNARTO
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Survey Method ◽  
Competitive Advantages ◽  
Competitive Prices

As time goes by, restaurant businesses increase significantly in such a way that they encourage businessmen to be aware of improving the competitive advantages to compete tightly. The purpose of this study is to determine whether service quality, competitive prices, and product quality have positive and significant influences on customer satisfaction in the KYF Restaurant, Tangerang, Indonesia. In this study, the data were collected by using the questionnaires. The method used in this study was the survey method. The population in this study refered to the customers of the KYF Restaurant. The samples in this study consisted of 100 respondents and convenience sampling was chosen. The statistical analysis that was used in this study was the PLS-SEM (Partial Least Square-Structural Equation Modeling) with the assistance of the SmartPLS 3.2.6 software. The research results have shown that service quality, prices, and product quality indicate positive and significant influences on customer satisfaction in the KYF Restaurant.

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals Analysis of Product Quality and Service Quality on Customer Satisfaction at the Surya Mart Mart Business Center using the Structural Equation Modeling Method

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Yannu Prasetyo ◽  
Atikha Sidhi Cahyana
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Measurement Errors ◽  
Structural Equation ◽  
Business Performance ◽  
Statistical Technique ◽  
Equation Modeling ◽  
A Value

Service quality is a superior value for customers to improve business performance or company marketing represents a level of excellence to meet consumer expectations. Therefore, it is not necessary to know what factors affect product quality and service quality at the Surya Mart Business Center Surya Mart Business Center. Surya Mart Business Center Surya Mart's Business Center is located on campus 2 of the Muhammadiyah University of Sidoarjo (UMSIDA), the market is for students, lecturers, UMSIDA employees and the surrounding community. To find out the factors that affect product quality and service quality, research uses Structural Equation Modeling, which is ia statistical technique that is able to analyze the pattern of relationships between data constructs and indicators, one data construct and another, and direct measurement errors. The results showed that the highest loading factor value was 1.329 in the discount indicator, for the term indicator, namely the additional factor with a value of 0.664. Test structural modeling on the relationship between constructs that have a casual or causal relationship. The results of this study, Variable Product Quality and Service Quality, the second variable has a significant influence on the Customer Satisfaction variable.

scholarly journals Effect of Product Quality and Service Quality on Customer Loyalty with Customer Satisfaction as an Intervenning Variables (Case Study on the Tirta Jasa Lampung Selatan Regional Company (PDAM))

2021 ◽  
Vol 1 (1) ◽  
pp. 48-56
Author(s):  
Lukman Nuzul Hakim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Structural Equation Modeling Model ◽  
Significant Direct Effect ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Customer Satisfaction and Loyalty at the Tirta Jasa Regional Drinking Water Company (PDAM), Lampung Selatanar. The sample used is 220 (10 times the number of research indicators there are 22), the data analysis used is path analysis SEM (Structural Equation Modeling) model processed with the Amos version 22 program.The results of this study found that: Directly, product quality has a positive and significant effect on customer satisfaction and also on customer loyalty. Directly, service quality has a positive and significant effect on customer satisfaction and also on customer loyalty. Directly and indirectly, product quality has a positive and significant effect on customer loyalty. Directly and indirectly service quality has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant direct effect on customer loyalty.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH BANK SYARIAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING

2017 ◽  
Vol 3 (1) ◽  
pp. 26
Author(s):  
Muhammad Zakiy Ishak ◽  
Evrita Putri Azzahroh
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Quality Service ◽  
Islamic Bank

This research aims to examine the role of customer satisfaction as a mediating variable to connecting service quality to customer loyalty in Islamic Banks. This study also tested compliance as the dimension for measure quality service in Islamic Bank. This research was conducted in five Islamic Banks which are in Indonesia. Data were collected using a questionnaire, distributed through are online and offline to the Islamic Bank customer. There are 100 questionnaires were successfully collected and analyzed using Structural Equation Modeling (SEM) to test the hypothesis with the application of Smart-PLS 3.0. the result of this study indicate that customer satisfaction is able to mediate (full mediation) in influence the service quality to customer loyalty in Islamic Banks. Penelitian ini bertujuan untuk menguji peran variabel pemediasi yaitu kepuasan nasabah yang menghubungkan antara kualitas layanan dengan loyalitas nasabah Bank Syariah. Penelitian ini juga menguji dimensi pengukuran yang dikhususkan untuk mengukur kualitas layanan dari Bank Syariah yaitu compliance. Penelitian ini dilakukan di 5 Bank Syariah yang berada di Indonesia. Data dikumpulkan menggunakan kuesioner, didistribusikan melalui online dan fisik ke nasabah Bank Syariah. Sebanyak 100 kuesioner berhasil dikumpulkan dan dianalisis menggunakan Structural Equation Modeling (SEM) untuk menguji hipotesis dengan aplikasi Smart-PLS 3.0. Hasil penelitian ini menunjukkan bahwa kepuasan nasabah mampu memediasi secara penuh (full mediation) pengaruh kualitas layanan terhadap loyalitas nasabah Bank Syariah.

scholarly journals Influence of Internal Marketing toward Internal Service Quality and impact to Internal Customer Satisfaction

2017 ◽  
Author(s):  
Jumadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internal Marketing ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Internal Quality ◽  
Quality Service ◽  
Internal Customer ◽  
Internal Service Quality

Internal marketing and internal quality service are the important aspect at the organization that can be increaseperformance organization and customer satisfaction. Aim to this research an investigate influence of internal marketingtoward internal service quality with impact to the internal customer satisfaction at Tourism Industry in Yogyakarta Special of Territory. The sample size was 420 respondent with propusive sampling use to determine the sample. The main instrument in this study is questionaire. The analysis used to examine the hypothesis of the study is Structural Equation Modeling using AMOS Version 20.0 Software. The result of the study show that: Internal marketing influence toward internal quality service. Internal marketing and internal quality service significanly influence toward internal costumer satisfation. Never theless, the internal quality service more significanly influence to the internal customer satisfaction than internal marketing. Therefore manager in tourism industry should be improve more the internal marketing than internal quality service.Keywords: Internal Marketing, Internal Quality Service, Internal Costumer Satisfaction, external customer satisfaction

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